Unfortunately we do not offer order cancellations at this time, ALL sales are FINAL!

Due to the nature of our business, we do not accept exchanges or returns on any of our products. All Sales are Final, unless the error was committed on our end.

• No Regular Returns, Gift Returns, Accidental Purchase Returns, Wrong Size Returns, No Longer Want Returns, Found an Alternative Returns, Better Price Return, etc…

We only make exceptions to our Refund Policy, if the order error(s) were committed on our end. 

If you believe there’s a problem with your order (Wrong Product, Missing Product, Products you didn't order): Please use the Contact Us page to send us a detailed message with your order number in the subject line.

• Please be prepared to attach CLEAR photos / videos of packaging, packing slip and all product(s) from your order to expedite your claim.

• We aren’t perfect, so on the rare occasion mistakes can happen. If we sent the wrong product, we will send you a free return shipping label via email. Once it has been scanned by the carrier, we will dispatch the correct product to you. Shipping will be free of charge to and from us. Thank You for your patience during this time.

All packages are wrapped, secured and inspected before being dispatched to the carrier for shipping. 

ELLIE SHAI is NOT responsible for packages damaged in transit. But we will do our best to work with you.

• Please inspect your order immediately upon receiving it. You have 48 hours from delivery to alert us, so we can evaluate the issue. Have pictures and / or videos of damaged product(s) and shipping box ready to send to us and the shipping carrier. 
  
  
• A damage claim must be filed by the customer and approved by the carrier in order to initiate any replacement from ELLIE SHAI.
  
  
• Please be mindful that Any and All replacements are done at the discretion of ELLIE SHAI and subject to availability. As some products may be out of season, discontinued, etc.

Should ELLIE SHAI exhaust all avenues to rectify any errors we may have committed with your order; We will issue you a full refund for the amount of the product(s) ONLY.

• If purchased during a sale, you will receive a refund for the sale price you paid, not the regular price listed on the website.

• We do not reimburse shipping costs unless the entire order is wrong.

Any and All products returned to the ELLIE SHAI P.O. Box without prior authorization between customer and customer service, will result in the following:

• You will be notified that we are not accepting your return. If you would like them back you will need to pay the package reship fee first and then we will ship it back via USPS.

• If you don’t want the products back, they will become the rightful property of ELLIE SHAI. All products will be thrown away, NO store credit will be given and your order will NOT be refunded for failure to adhere to our return policy. Chargebacks will be disputed with your financial institution.

By placing an order, you agree to be bound by the Terms and Conditions set out below. If you DO NOT agree to be bound by these Terms and Conditions, you may not place an order with ELLIE SHAI. 

PRODUCT FAQs: Body FAQs; Home Fragrance FAQs; Candle Care.

CUSTOMER SUPPORT: Order FAQs; Refund Policy; Shipping Policy; Local Pickup Policy.

SHOPIFY: Privacy Policy; Terms of Service. 

It is the responsibility of the customer to become familiar with our Policies prior to submitting an order.